Bilingual IT Help Desk Support
Location: Mont-Royal, Montreal
Job Type: Full-Time, Permanent
Work Arrangement: 100% Onsite (Corporate Office)
Schedule: Monday to Friday, 8:00 AM – 5:00 PM (1-hour lunch)
Salary: $50,000 – $55,000 per year
Company Overview
Our client is a leader in their industry and continues to grow, operating an integrated network of retail stores that provide a full range of clothing choices within various niches. They offer an inclusive, supportive, and growth-oriented work environment.
Perks & Benefits
• Company-paid health, dental, and vision benefits (after 6 months)
• Employee discounts
• Casual dress code
• Comprehensive training and onboarding
• Supportive, family-oriented work atmosphere
• Tuition reimbursement opportunities
• Tremendous career advancement potential
Job Overview
The Bilingual IT Help Desk Support role is responsible for providing user support and customer service for company-supported computer applications and platforms. This position is focused on troubleshooting problems and advising users on the most appropriate course of action to resolve technical issues.
Duties and Responsibilities
- Act as the primary point of contact for users, handling inquiries related to support, policies, and procedures.
- Assign and escalate technical issues to the appropriate IT Systems Support technician, supporting corporate offices. There are a total of 10 corporate offices, with 4 being directly supported by this role.
- Maintain ongoing communication with users, ensuring they are always informed about the status of their support tickets.
- Follow up with assigned personnel to ensure that reported problems are resolved in a timely manner.
- Document and maintain solutions within the appropriate support systems for future reference.
- Escalate recurring or unresolved problems to the IT Support Team Lead after all troubleshooting efforts have been made.
- Proactively identify opportunities for improvement and collaborate with the Manager, IT Support, to implement processes that enhance Help Desk operations.
Qualifications
- Post-secondary education in a related field or an equivalent combination of education and experience
- At least one year of experience in an information technology role, specifically in providing computer support.
- Strong understanding of Windows 11/8, Mac OSX, and Microsoft Office applications.
- Experience with Windows domain networking, local area networking, remote access software, VPN, and virtual machine (VM) technology troubleshooting.
- Background in end-user support, including assisting and training users.
- Technical writing skills.
- Proficiency in Microsoft Office.
Related Work Skills
- Ability to build effective relationships with users.
- Strong verbal and written communication skills.
- Team player who works well in collaborative environments.
- Effective time management and multitasking abilities.
- Excellent organizational skills and the ability to prioritize multiple tasks.
- Proven ability to perform well under pressure and meet deadlines.
- Strong analytical and problem-solving skills.
- Solid technical understanding and the capacity to learn new programs quickly.
- Self-motivated, energetic, and able to adapt quickly to changes.
- Willingness to work a flexible schedule as needed.